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Software Engineer, Infrastructure

🏢 Pylon Labs · 📍 San Francisco · 💼 onsite · ⏰ FullTime
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Position Summary & Responsibilities

Pylon — the agentic support platform purpose-built for B2B.

Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters.

Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself.

We're backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List.

What You'll Do

  • Design and maintain the core infrastructure across our cloud environments — own it end to end, not just keep the lights on.

  • Prevent incidents before they happen. Build the monitoring, alerting, and observability that catches problems while they're still small.

  • Make our systems scale. Find the limits before our growth does and engineer past them.

  • Own developer velocity. Build the CI/CD pipelines and internal tooling that let every engineer here ship faster.

  • Hunt down performance bottlenecks and speed them up.

  • Build for an AI-first workflow — lean on agents and automation to do more with a small team.

What We're Looking For

  • You have 3+ years in backend or infrastructure engineering and strong hands-on experience with cloud infrastructure.

  • You highly leverage AI for software development and can juggle multiple workstreams at the same time.

🎯 Candidate Preparation Guide For Pylon Labs Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluating engineering rigor, scalable systems architecture, and the ability to operate autonomously in an early-stage environment.

📋 Preparation Priorities (Key Areas to Clarify):
  • 1. Over-engineering simple solutions just to use trendy technologies
  • 2. Inability to clearly explain trade-offs made in past technical decisions
  • 3. Lack of curiosity about the core business metrics driving the engineering work
✨ Recommended Role Alignment Hook:

I love building foundational infrastructure that scales cleanly while keeping time-to-market ruthlessly fast.

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